DOI QR코드

DOI QR Code

개인 및 기술 특성이 모바일 결제 서비스의 지각된 위험과 수용저항에 미치는 영향에 관한 연구

Impacts of Individual and Technical Characteristics on Perceived Risk and User Resistance of Mobile Payment Services

  • Kim, Sanghyun (School of Business Administration, Kyungpook National University) ;
  • Park, Hyun-Sun (BK21+, School of Business Administration, Kyungpook National University)
  • 투고 : 2017.10.27
  • 심사 : 2017.12.20
  • 발행 : 2017.12.28

초록

모바일 결제 서비스가 빠르게 확산되고 있는 시점에서 안정적인 성장을 위해서는 수용요인뿐만 아니라 사용저항을 유발하는 요인을 이해하고 이를 줄이거나 제거하려는 노력이 필요하다. 이에 본 연구는 모바일 결제 서비스에 대한 사용자의 저항행동에 영향을 미치는 요인을 선행연구를 통해 도출하고 이들 간의 관계를 살펴보기 위한 실증분석을 진행하였다. 이를 위해 총 8주간 설문조사법을 통해 자료를 수집하였으며 SmartPLS2.0을 사용하여 가설검증을 위한 분석을 실시하였다. 실증분석 결과, 부정적 사회영향, 위험회피성향, 기존서비스불신은 지각된 위험에 유의한 영향을 미치는 것으로 나타났으며 기술의 변화속도와 취약성은 지각된 위험에 유의한 영향을 미치는 것으로 나타났다. 또한, 지각된 위험은 사용자저항에 유의한 영향을 미치는 것으로 나타났으며 부정적 보안인식은 지각된 위험과 사용자저항 간의 관계를 강화시키는 것으로 나타났다. 본 연구의 결과는 모바일 결제 서비스와 관련된 서비스나 기술을 제공하는 기업이나 사람들에게 사용자저항에 영향을 미칠 수 있는 요인들에 대한 유용한 정보를 제공할 수 있을 것으로 기대한다. 뿐만 아니라 모바일 결제 서비스가 꾸준히 성장하는데 있어 학문적으로 관련 연구를 진행하는데 유용한 학문적 시사점을 제공할 수 있을 것으로 기대한다.

This study investigates to investigate the factors that influence user resistance of mobile payment services. We suggested individual and technical characteristics of mobile payment services as factors influencing perceived risk and user resistance. In addition, we suggested negative security recognition as moderating variable. To test the proposed hypotheses, we collected 349 survey responses from the users of mobile payment services and conducted structural equation modeling with SmartPLS2.0. The results show that, first, negative social influence, risk aversion and distrust in existing services had an effect on the perceived risk. Second, the pace of change and vulnerability had an effect on the perceived risk. Third, perceived risk affected the user resistance while negative security recognition is related to the relationship between perceived risk and user resistance.

키워드

참고문헌

  1. E. Y. Cho and H. W. Kim, "A Study on the Promotion of Mobile Easy Payment Services in the Fintech Era," Information Policy, Vol. 22, No. 4, pp. 22-44, 2015.
  2. Korea Consumer Agency, "Research of Mobile Easy Payment Services," 2016.
  3. T. Dahlberg, J. Guo and J. Ondrus, "A Critical Review of Mobile Payment Research," Electronic Commerce Research and Applications, Vol. 14, No. 5, pp. 265-284, 2015. https://doi.org/10.1016/j.elerap.2015.07.006
  4. T, Dahlberg, N. Mallat, J. Ondrus and A. Zmijewska, "Part, Present and Future of Mobile Payment Research: A Literature Review," Electronic Commerce Research and Applications, Vol. 7, No. 2, pp. 165-181, 2008. https://doi.org/10.1016/j.elerap.2007.02.001
  5. H. Y. Oh, "A Study of Factors Affecting the Adoption Intention of Mobile Easy Payment Service," Journal of Financial Services Consumers, Vol. 5, No. 1, pp. 33-64, 2015.
  6. J. C. Gu, S. C. Lee and Y. H. suh, "Determinants of Behavioral Intention to Mobile Banking," Expert Systems with Applications, Vol 36, No. 9, pp. 11605-11616, 2009. https://doi.org/10.1016/j.eswa.2009.03.024
  7. C. S. Kim, M. Mirusmonov and I, Lee., "An Empirical Examination of Factors Influencing the Intention to Use Mobile Payment," Computers in Human Behavior, Vol. 26, No. 3, pp. 310-322, 2010. https://doi.org/10.1016/j.chb.2009.10.013
  8. H. F. Lin, "An Empirical Investigation of Mobile Banking Adoption: The Effect of Innovation Attributes and Knowledge-based Trust," International Journa of Information Management, Vol. 31, No. 3, pp. 252-260, 2011. https://doi.org/10.1016/j.ijinfomgt.2010.07.006
  9. Q, Yang, C. Pang, L, Liu, D. C. Yen and J. M. Tarn, "Exploring Consumer Perceived Risk and Trust for Online Payments: An Empirical Study in China's Younger Generation," Computers in Human Behavior, Vol. 50, pp. 9-24. 2015. https://doi.org/10.1016/j.chb.2015.03.058
  10. Y. Lu, S. Yang, P. Y. K. Chau and Y. Cao, "Dynamics between the Trust Transfer Process and Intention to Use Mobile Payment Services: A Cross-Environment Perspective," Information & Management, Vol. 48, No. 8, pp. 393-403, 2011. https://doi.org/10.1016/j.im.2011.09.006
  11. T. Oliveira, M. Thomas, G. Baptista and F. Campos, "Mobile Payment: Understanding the Determinants of Customer Adoption and Intention to Recommend the Technology," Computers in Human Behavior, Vol. 61, pp. 404-414, 2016. https://doi.org/10.1016/j.chb.2016.03.030
  12. M. Ali, L. Zhou, L. Miller and P, Ieromonachou, "User Resistance in IT: A Literature Review," International Journal of Information Management, Vol. 36, No. 1, pp. 35-43, 2015. https://doi.org/10.1016/j.ijinfomgt.2015.09.007
  13. D. Goodhue and R. Thompson, "Task-Technology Fit and Individual Performance," MIS Quarterly, Vol. 19, No. 2, pp. 213-236, 1995. https://doi.org/10.2307/249689
  14. R. P. Bagozzi and K. H. Lee, "Consumer Resistance to, and Acceptance of, Innovations," Advances in Consumer Research, Vol. 26, pp. 218-255, 1999.
  15. S. Ram, "A Model of Innovation Resistance," Advances in Consumer Research, Vol. 14, pp. 208-212, 1987.
  16. H. W. Kim and A. Kankanhalli, "Investigating User Resistance to Information SystemImplementation: Status Quo Bias Perspective," MIS Quarterly, Vol. 33, No. 3, pp. 567-582, 2009. https://doi.org/10.2307/20650309
  17. L. Lapointe and S. Rivard "A Multilevel Model of Resistance to Information Technology Implementation," MIS Quarterly, Vol. 29, No. 3, pp. 461-491, 2005. https://doi.org/10.2307/25148692
  18. L. Coetsee, "From Resistance to Commitment," Public Administration Quarterly, Vol. 23, No. 2, pp. 204-222, 1999.
  19. K. J. Park, "Effects of Pace of Technology Change on Perceived Risk and Resistance in Adoption of Innovative Products: Focusing on Smart Watch," Korean Business Review, Vol. 45, No. 3, pp. 983-1002, 2016.
  20. R. A. Bauer, "Consumer Behavior as Risk Taking, In R. S. Hancock(ed.), Dynamic Marketing in a Changing World, Chicago: American Marketing Association," 1960.
  21. M. S. Featherman and P. A. Pavlou, "Predicting E-Services Adoption: A Perceived Risk Facets Perspective," International Journal of Human-Computer Studies, Vol. 59, No. 4, pp. 451-474, 2003. https://doi.org/10.1016/S1071-5819(03)00111-3
  22. X. H. Luo, J. Z. Li and J. P. Shim, "Examining Multi-Dimensional Trust and Multi-Faceted Risk in Initial Acceptance of Emerging Technologies: An Empirical Study of Mobile Banking Services," Decision Support Systems, Vol. 49, No. 2, pp. 222-234, 2010. https://doi.org/10.1016/j.dss.2010.02.008
  23. J. P. Peter and M. J. Ryan, "An Investigation of Perceived Risk at the Brand Level," Journal of Marketing Research, Vol. 13, No. 2, pp.184-188, 1976. https://doi.org/10.2307/3150856
  24. J. P. Peter and L. X. Tarpey, "A Comparative Analysis of Three Consumer Decision Strategies," Journal of Consumer Research, Vol. 1, No. 1, pp.29-38, 1975.
  25. D. J. Kim, D. L. Ferrin and H. R., Rao, "A Trust-based Consumer Decision-Making Model in Electronic Commerce: The Role of Trust, Perceived Risk, and Their Antecedents," Decision Support Systems, Vol. 44, No. 2, pp. 544-564, 2008. https://doi.org/10.1016/j.dss.2007.07.001
  26. J. K, Kim, J. S. Kim and J. Mou., "A Study of User Resistance to Mobile Banking Service-Focusing on Online Security," The Journal of Business and Economics, Vol. 28, No. 2, pp. 59-99, 2012.
  27. G. Hofstede and M. H. Bond "Hofstede's Culture Dimensions: An Independent Validation Using Rokeach's Value Survey," Journal of Cross-Cultural Psychology, Vol. 15, pp. 417-433, 1984. https://doi.org/10.1177/0022002184015004003
  28. C. X. Ou and C. L. Sia, "Consumer Trust and Distrust: An Issue of Website Design," International Journal of Human-Computer Studies, Vol. 68, No. 12:, pp. 913-934, 2010. https://doi.org/10.1016/j.ijhcs.2010.08.003
  29. Y. S. Chang and S. R. Fang, "Antecedents and Distinctions Between Online Trust and distrust Predicting High-And Low-Risk Internet Behaviors," Journal of Electronic Commerce Research, Vol. 14, No. 2, pp. 149-166, 2013.
  30. R. Ayyagari, V. Grover and R. Purvis, "Technostress Technological Antecedents and Implications," MIS Quarterly, Vol. 35, No. 4, pp. 831-858, 2011. https://doi.org/10.2307/41409963
  31. K. Park and J. Koh, "Exploring the Relationship between Perceived Pace of Technology Change and Adoption Resistance to Convergence Products," Computers in Human Behavior, Vol. 69, pp.142-150, 2017. https://doi.org/10.1016/j.chb.2016.12.017
  32. I. J. Jo, S. K. Kim and S. B. Yang, "A Study on Influencing Factors on User's Adoption Resistance to Personal Cloud Computing Services," Knowledge Management Research, Vol. 16, No. 1, pp. 117-142, 2015. https://doi.org/10.15813/kmr.2015.16.1.006
  33. R. Thakur and M. Srivastava, "Adoption Readiness, Personal Innovativeness, Perceived Risk and Usage Intention across Customer Groups for Mobile Payment Services in India," Vol. 24, No. 3, pp. 369-392, 2014. https://doi.org/10.1108/IntR-12-2012-0244
  34. C. H. Min and W. S. Ko, "The Empirical Research on Mobile Payment Commonplace Characteristics from the Recognition of Mobile Security Services," Journal of Internet Business Research, Vol. 6, No. 7, pp. 43-53, 2005.
  35. R. Ha and H. S. Lee, "Perceived Risk and User Resistance of Mobile Wallet Services," Entrue Journal of Information Technology, Vol. 14, No. 3, pp. 115-219, 2015.
  36. E. G. Carmines and R. A. Zeller, "Reliability and validity assessment, Los Angels, CA: Sege Publications" 1979.
  37. C. Fornell and D. F. Larcker, "Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics," Journal of Marketing Research, Vol. 18, No. 3, pp. 382-388, 1981. https://doi.org/10.2307/3150980
  38. W. W. Chin, "The Partial Least Squares Approach to Structural Equation Modeling," Modern Methods for Business Research, Vol. 295, No. 2, pp. 295-336, 1998.
  39. T. A. Carter and C. J. Russell, "In Pursuit of Moderation: Nine Common Errors and Their Solutions," MIS Quarterly, Vol. 27, No. 3, pp. 479-501, 2003. https://doi.org/10.2307/30036541
  40. C. K. Kim, J. G. Kim and S. J. Choi, "A Study on the Acceptance Decision Factors for Mobile Easy Payment Services in Digital Convergence Media Ara: Focusing Samsung Pay," Journal of Digital Convergence, Vol. 15, No. 4, pp. 213-221, 2017. https://doi.org/10.14400/JDC.2017.15.4.213
  41. H. M. Moon, K. R. Lee and S. J. Lee, "The Effect of the Social Risk on the Resistance of Purchase in Mobile Shopping," Journal of Digital Convergence, Vol. 12, No. 12, pp.93-106, 2014. https://doi.org/10.14400/JDC.2014.12.12.93
  42. C. Shuang, S. J. Lee and K. R. Lee, "A Study on Chinese User Resistance of Mobile Banking," Journal of Digital Convergence, Vol. 12, No. 1, pp. 105-114, 2014. https://doi.org/10.14400/JDPM.2014.12.1.105